National Performance Manager driving execution of Preferred Rewards for Business at Bank of America. Collaborating across banking divisions to ensure success and improve client experiences.
About the role
- IT Service Manager in a German IT-Service Provider focusing on Managed Services. Responsible for service quality, client communication, and internal project participation.
Responsibilities
- Management of managed service contracts with respect to service quality, cost-effectiveness and customer satisfaction
- Communication with clients, internal departments and service providers — you ensure all stakeholders are well informed
- Support with escalations, major incidents and service transitions
- Contributing to the development and improvement of service processes, ITSM standards and tools
- Documenting, analyzing and maintaining service activities in ticketing systems
- Working on internal projects — e.g. to improve processes and interfaces
Requirements
- Completed vocational training or a degree in an IT-related field
- 2–4 years of professional experience in IT service management or a comparable role
- Basic technical understanding of IT infrastructure (e.g., Windows Server, networking, VMware, backup)
- Familiarity with ITIL/ITSM processes (certification is a plus but not required)
- Structured, self-driven working style and enjoyment in collaborating with clients and colleagues
- Experience with ticketing systems and common office tools — ideally also with CRM or ERP systems
Benefits
- A well-coordinated, collegial team with an open communication culture
- Hybrid working
- 30 days’ holiday and flexible working hours
- Professional training opportunities and development prospects
- Contributions to a company pension plan and occupational disability insurance
- Health promotion measures (e.g., sports programs, ergonomic workstations)
- Room for your ideas — active contribution to shaping our services is explicitly encouraged
- Company car available for private use
Job title
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